Experience

Silver Lining Design Group

• United States
• Events Services
• 1 - 100 Employee

• Operations Manager

  • Jan 2020 - Present



TreeTrekkers Frederick

• United States
• Travel Arrangements
• 1 - 100 Employee

• Operations Manager

  • Feb 2019 - Nov 2019

  • Assisting with the grand opening of the largest aerial ropes course in the country. • Primary liaison with the course design and build contractors, overseeing timelines and change orders. • Designed the layout of all customer areas including check-in areas, climbing courses, and trails. • Developed the training program and trained both customer service and rescue staff. • Developed Standard Operating Procedures to streamline guest interaction and ensure the safety of the guests and staff. • Created and managed the infrastructure of G Suite security, file-sharing, and email systems.



Badlands

• United States
• Entertainment Providers
• 1 - 100 Employee

• Director of People Operations

  • Nov 2017 - Dec 2018

  Recruited, hired, and managed an overall staff of 75 employees.Conducted annual performance reviews of hourly staff, held biweekly 1:1 meetings with 8 direct reports, and hosted monthly all-staff meetings.Created customer service standards that were embraced by staff, resulting in a Google rating of 4.4/5 with over 250 reviews posted.Worked across several departments to create new revenue streams, such as opening a summer camp, developing and marketing weekend classes and kits that require additional fees, opening a retail store, and adding specialty menu items in the Café.Collaborated with the Food & Beverage Manager to develop procedures and processes in the Café that increased efficiency, improved the customer flow, and decreased ticket time.Reduced expenses by replacing underperforming menu items, reducing food waste, and cutting staffing costs by 13%.

• Operations Manager

  • Nov 2016 - Nov 2017

  Lead all recruiting, interviewing, and hiring efforts of management, full time, and part time employees.Created a robust onboarding and training program for new staff, including an introduction of the Badlands mission and culture, customer service, child interaction and teaching, and safety procedures.Assisted with the development of the Badlands mission, marketing strategy, and branding that brought in 214,000 customers and 1,700 members in the first year.Worked with a team to create the pricing strategy for general admission, memberships, and events, resulting in over $2 million of revenue in the first year.Worked with architects at StreetSense to design the play space and climbing areas.Assisted with the coordination between the architect, the construction Superintendent, and all specialty construction companies, and maintained build-out deadlines and budgets.Designed, built, and created operating procedures for the rotating exhibit spaces, including a live butterfly exhibit, an aviation exhibit, and a volcano exhibit.



The Adventure Parks of Outdoor Ventures

• United States
• Recreational Facilities
• 1 - 100 Employee

• Park Operations Manager

  • May 2013 - Nov 2016

  • Schedule and manage over 50 staff members, ensuring they meet customer service, safety, and performance standards. • Responsible for interviewing and hiring all incoming staff. • Perform semi-annual performance reviews of all Park staff. • Maintain the safety of Park structures and courses in accordance with industry regulations. • Ensure the safety of customers and serve as the primary responder in emergency situations. • Developed five-day training program for Park staff in accordance with industry standards.



University of Maryland

• United States
• Higher Education
• 700 & Above Employee

• Physical Therapy Intern

  • Sep 2012 - Dec 2013



Kennedy Krieger Institute

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Intern

  • Jun 2012 - Aug 2012

  Assisted Physical Therapists and Occupational Therapists in treatment of spinal cord injuries and similar debilitating injuries and illnesses. Assisted Physical Therapists and Occupational Therapists in treatment of spinal cord injuries and similar debilitating injuries and illnesses.



Loyola University New Orleans

• United States
• Higher Education
• 700 & Above Employee

• Desk Assistant

  • Sep 2011 - Jun 2012